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1 Practice Name: The Barkantine Practice Practice Code: F84747 London Region North Central & East Area Team Complete and return to: no later than 31 March 2015 Signed on behalf of practice: Date: 26/03/2015 Signed on behalf of PPG: Date: 26/03/ Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method(s) of engagement with PPG: Face to face, , Other (please specify) Face to Face and . Number of members of PPG: 279 Detail the gender mix of practice population and PPG: % Male Female Practice PRG Detail of age mix of practice population and PPG: % < > 75 Practice PRG Page 1 of 10

2 Detail the ethnic background of your practice population and PRG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice PRG Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice PRG Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population: The list (total membership as presented above) is based on group which we call Virtual Patient Forum. However, face to face patient forum meeting is largely attended by a certain number of patients where ethnic minority and young population are largely missing. Apparently, younger and professional groups are more interested to be in touch through s. The patient forum members who are regular in the monthly meeting are more involve with the decision making process. Therefore, the practice have taken various steps to make people to come to the practice; organising seminars and summer fair. The practice also has a dedicated person to deal with patient forum who visited a local mosque and community centre to encourage local people to come to the meeting. This year ( ) the patient forum decided to focus on recruitment and will organise more social events and health related popular topics to be discussed to encourage more patients from different segments to come and join the patient forum. At the Page 2 of 10

3 reception waiting room areas the patients assigned practice staff discusses different groups of patients to make them interested to join the patient forum and collect addresses and invites them to come to the regular monthly meeting which is held on every fourth Thursday of the month from 6:30 to 7:30pm. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? NO If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Patient Survey, patient forum meeting, Friends and Family test, reviewing complaints, CQC and individual patient feedback through website. How frequently were these reviewed with the PRG? Quarterly Page 3 of 10

4 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Telephone System: The patients complained regarding telephone system of the Practice. Patient survey in 2013 also highlighted the area. In the follow up meeting of the patient forum this issue was discussed. What actions were taken to address the priority? The practice has taken initiatives to change the entire telephone system. As the previous system is old, it is not possible to monitor call waiting time or record the telephone conversation. The new telephone system will be commission in April Result of actions and impact on patients and carers (including how publicised): The patient call waiting time on a particular time and date could be better monitored. Telephone consultation could be recorded for training and monitoring purposes. The system would be more stable with updated software. This is a major change and the practice is hopeful that this will improve the service quality and patient satisfaction. Page 4 of 10

5 Priority area 2 Description of priority area: Information of Waiting Time: Informing patient about the waiting time for each clinician. The patient forum and the patient survey identified that there is a need to address how to inform the patient regarding their waiting time if a clinician is running late in a better way. What actions were taken to address the priority? The practice has set up a display screen in the waiting room area which will provide information of the waiting time. However, there is a problem with Wi-Fi connection. Due to this technical issue, the display is not up and running yet. IT is working on it at the moment. Result of actions and impact on patients and carers (including how publicised): This will provide updated information to the patient if a clinician is running late or how long their wait is likely to be. This will reduce confusions on the waiting time. Page 5 of 10

6 Priority area 3 Description of priority area: Queue sign post: It was a problem raised by the patients in patient survey and patient forum members that as there was no sign posting where to queue; patients were standing very close to each other. Therefore, patient confidentiality issues were being compromised. What actions were taken to address the priority? The practice has placed a queue sign with a reasonable distance from the reception counter. Result of actions and impact on patients and carers (including how publicised): The patient confidentiality and privacy are being more respected. Due to the queue sign patient are getting a clear message on where to stand to be served. Page 6 of 10

7 Progress on previous years Is this the first year your practice has participated in this scheme? NO If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s): DNA: There was a high volume of DNAs. This issue was discussed in the patient forum and it was suggested that instead of the practice, DNA letter can go behalf of the patient forum which will explain on the consequences of DNA. The patient forum drafted three DNA letters which the practice sent out if/when a patient fails to attend booked appointment. Patient Charter: To identify patient expectation and the practice responsibilities to patient care, the patient forum actively participated to prepare a patient charter. This reiterates the practice s duty of care and patient responsibility to receive quality health care service. Practice Mission and Vision Statement: The mission and vision statement was prepared in collaboration with the patient forum. The mission and vision statement highlights the practice value and its commitment to provide quality of care. Cancelling appointments: Patients complained on frequent last minute appointment cancellation. In response to that the practice changed the on-call rota design and increased leave request deadline from two weeks to a month for all clinicians and especially for the GPs the practice now prepares yearly diary of annual leave which means GPs need to provide their leave plan for a year at the beginning of the year. This has reduced frequency of appointment cancellation. However, in an emergency situation (sick leave or unplanned leave), in case of cancellation, the practice attempts to contact the patients as soon as possible and offer the patients alternative appointments. Page 7 of 10

8 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 26/03/2015 How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? The practice advertises patient forum in the website, waiting area and LED board. There are posters and leaflets in the reception waiting areas. The patient advisor also visited community centres (as well as a mosque) of the local area to explain the local population on the importance of involvement with the patient forum; to encourage the varied ethnic and social groups to come to the face to face monthly meeting. The patient forum also organised a summer fair where patients and the practice staff were invited. It was organised by the patient forum of the Barkantine Practice. It was a successful event where young kids and the parents visited in a large number. One to one discussion with a patient to encourage them to join the patient forum, in both virtual and face to face, is another effective way the practice used to involve the patients with the patient forum to increase patient participation. The patient advisor of the practice meets the patients in the waiting area. Has the practice received patient and carer feedback from a variety of sources? Yes. There is a feedback form at the reception area and consulting rooms. The practice receives feedback from website; the practice also receives feedback while reviewing complaints and in the patient forum meeting members also give feedback on the service provisions. The patients also raised their concerns through generic practice which has been advertised. A lot of patient contact the practice via practice website. The practice also looks into the friends and Family test feedback. The practice Page 8 of 10

9 also conducts survey on a regular basis to get patients feedback. Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes. The PPG meets regularly; 4 th Thursday of a month from 6:30 to 7:30. In the meeting the forum members discusses various issues concerning the services the practice provides and patients feedback on the problems and suggestions on the improvements. The forum members in this practice are very active. As an example, the last patient survey was conducted by the patient forum. The forum members formulated the questionnaire and prepared action points and discussed on the progress of the action plans. In every monthly meeting the previous meeting minutes is being discussed to monitor the progress of the patient forum meeting action plans. How has the service offered to patients and carers improved as a result of the implementation of the action plan? Do you have any other comments about the PPG or practice in relation to this area of work? The patient forum members raised concerns about providing information of likely waiting time for clinicians if they are running late. A display screen has been setup to display the information. However, there is a technical issue to be resolved before it becomes fully operational. The forum members have been updated on the issue. The patients also raised telephone waiting time issues. The whole telephone system is being replaced (the detail discussion in previous section). The patients also raised about the patient confidentiality issues while standing next to each other. The queue sign post has been set up (the details are in previous section). DNA rate was high, the patient forum sent out the DNA letters to inform the patients about the consequences of a DNA to the patients who miss their appointments. DNA letters are being sent out on behalf of the patient forum to highlights the facts that other patients are the ultimate sufferer if a patient misses his/her appointment (the details are in previous discussion). To define the service expectation and responsibilities of both the practice and the patients to get quality health care, the patient forum has prepared a patient charter. The patient forum also organised seminars to discuss on-going changes in the NHS and possible implication on service Page 9 of 10

10 provisions. The patient forum members raised an issue of participation of the practice staff in the patient forum meeting. The meeting is regularly attended by the patient advisor, practice manager and the lead GP. However, the patient forum members wanted more representation of other member of staff. In response to that the practice prepared a rota for GPs, Nurse, HCA and Reception staff. In addition to it, the practice also contacted various services (community mental health, Pharmacy, Dental and Birth Centre) located in the same building to attend the patient forum meeting as the same patients are also using this varied services. The patient forum has been meeting regular on a monthly basis for last seven years which represents an organised, vibrant and active patient forum. The major weakness of the patient forum is not being able to involve more patients from different age, sex and ethnic groups in the face to face forum meeting. This year the patient forum has decided to focus on the recruitment for face to face meeting. To be able to fully representative in terms of varied social segments; ethnically more diverse and other unheard voices; it has been decided to organise more social events and seminar on health issues. In addition to it, the patient forum also agreed to have their own personal target of recruitment; at least one new member each. Complete and return to: no later than 31 March 2015 Page 10 of 10

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